Job description
At Amperity, our AI-powered Customer Data Cloud empowers organizations to delight their customers and create differentiated experiences. Our multi-patented technology helps over 400 leading global brands like Alaska Airlines and DICK’S Sporting Goods drive revenue growth and meaningful customer experiences. We help users unlock the value of all of their customer data with simplicity and speed. Our team thrives on curiosity, collaboration, and transparency, fostering a culture where everyone can contribute and grow. We’re looking for talented individuals from diverse backgrounds to help us eliminate data bottlenecks and accelerate business impact for the world’s most innovative companies. With offices in Seattle, New York City, London, and Melbourne, you’ll be part of a fast-growing team solving critical challenges at the intersection of AI, data, and customer experience. Ready to make an impact? Let’s talk.
The Role
We are seeking an experienced and strategic Senior Vice President (SVP) of Customer Success to lead our end-to-end customer experience functions, including implementation, account management, and premium services. This executive will be responsible for driving customer satisfaction, retention, and growth through a high-performing team and by fostering a culture of excellence and accountability.
Interesting Problems
Customer Implementation & Onboarding:
Oversee the successful onboarding of new customers, ensuring smooth implementation processes that deliver quick time-to-value.
Design and continuously optimize implementation methodologies and tools to ensure scalability and efficiency.
Partner with product and engineering teams to align implementation resources with evolving customer needs.
Account Management:
Lead a team of Account Managers responsible for customer relationships, renewals, and expansion opportunities.
Develop and execute strategic account plans to maximize long-term value and minimize churn.
Foster deep relationships with key stakeholders to position the company as a trusted advisor and partner.
Premium Services:
Develop and scale value-added premium service offerings that drive customer ROI and deepen engagement.
Ensure high-quality delivery of consulting, support, and enablement services to premium clients.
Monitor service effectiveness and continuously enhance offerings to align with customer expectations and market trends.
Leadership & Strategy:
Build, mentor, and manage a world-class customer success team.
Define and track KPIs and performance metrics across implementation, account management, and premium services.
Represent the voice of the customer in executive-level discussions and strategic planning.
Collaborate cross-functionally with Sales, Product, Marketing, and Support to deliver a cohesive customer experience.
About You
- 15+ years experience overseeing Account Management, Customer Success or Sales teams in a SaaS environment
- Proven ability managing a portfolio of large, enterprise-level clients and selling software solutions to C-suite and high-level executives across a wide array of industries
- Experience maintaining and growing broad and deep relationships within customer accounts, particularly with executive management in Marketing and IT
- Must have a strong client focus and relationship-management skills
- Know how to get things done through formal channels and informal networks
- Experience working with Retail or Hospitality brands a plus
- Ability to travel as needed, approximately 50%
Location
We have a hybrid work model for employees based in Seattle, WA, and New York, NY, with three days in the office days each week, providing a mix of in-person collaboration and remote flexibility
We will also consider fully remote in CA, CO, FL, GA, IL, IN, MA, MN, NJ, OH, OR, and TX
Compensation
Base Salary: $280,000-$300,000. Within our pay range, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, internal equity, as well as candidate qualifications such as skills, experience, and education/training.
Cash Incentives: Cash incentives are also available.
Stock Options: The opportunity for ownership is an exciting part of Amperity’s total compensation package. Every employee at Amperity receives a new-hire equity grant, commensurate with the scope of their position.
Benefits
We offer all the benefits you’d expect from a great place to work: 100% employee healthcare coverage, transportation subsidies, a comfortable work environment with plenty of snacks, and other employee experience perks like events and activities, both in-person and remote. We also offer self-managed PTO and the flexibility to do your best work in the way that works for you. We provide an inclusive environment where you’ll be challenged to find and unlock your full potential, surrounded by a team of world-class people driving for excellence. For more details on our benefits, please see our US Benefits & Perks Guide.
Amperity is proud to be an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, sex (including pregnancy, childbirth, and reproductive health choices), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as someone with a disability, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.
